Service Center Representative

Service Center Representative

Foresters Financial believes superior performance helps us drive innovation and customer experience excellence. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it's flexible enough to meet the needs of our employees. Foresters Financial is seeking both Spanish Bilingual and/or Unilingual Service Centre Representatives who are invested in providing exceptional service, while handling complex and intricate customer inquiries related to our insurance products. Including but not limited to: managing back-office processing tasks; handling payment processing; focusing on customer retention; providing technical support for login issues and our online portal and app; promoting self-service and online tools; explaining complex insurance terms to customers; while demonstrating patience and understanding with customers from broad and diverse cultural backgrounds. You will be responsible for ensuring customer satisfaction through efficient and effective communication and problem-solving that fosters and enhances the customer experience and relationship with Foresters Financial.

Are you ready to be engaged? Are you ready for a challenge? Are you ready to work with people you really like? Are you ready to make a difference?

Key benefits of this role:

• Work from home opportunities
• Full time schedules with weekends off (Rotating shifts between 9am-5:30pm EST)
• Full benefits package and pension with company match
• Vacation time and bonus structure
• All required equipment/hardware provided
• Supportive management and co-workers
• Diverse and inclusive working environment
• Constant opportunity to learn, grow and advance your career

Key Responsibilities

• Answer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolution
• Prioritize the customer relationship by listening and responding with empathy
• Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds
• Provide detailed information about insurance products, policies, and processes
• Explain complex insurance terms and concepts to customers in an understandable manner
• Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction
• Collaborate with other departments to resolve complex issues and improve processes
• Handle back-office processing tasks including policy updates, documentation, and data entry
• Process customer payments accurately and efficiently, including handling billing inquiries and resolving payment issues
• Maintain up-to-date knowledge of company policies, products, and services
• Document all customer interactions and maintain accurate records in the CRM system
• Troubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical support
• Promote the use of self-service and online tools to customers, educating them on the benefits and functionalities
• Support operational strategies to improve customer retention and reduce churn
• Conduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concerns
• Identify trends in customer feedback and provide insights to improve the overall customer experience
• Understand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team success
• Meet or exceed established KPIs, such as customer satisfaction, productivity metrics and service quality
• Assist in training and mentoring new team members, where necessary
• Participate in regular team meetings and contribute to continuous improvement initiatives
• Cultivate self-awareness by proactively seeking feedback and acting upon it

Key Qualifications

• Education (minimum required): Post Secondary Education (asset)
• Experience (minimum required): 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center and financial service experience is an asset
• Knowledge of insurance products and regulatory requirements is an asset
• Proven ability to handle complex customer issues with empathy and professionalism
• Excellent communication skills, both verbal and written
• Demonstrated patience and effective communication skills to explain complex insurance terms and concepts to customers from diverse backgrounds in an understandable manner
• Proficiency in navigating multiple systems including CRM systems and other customer service software
• Experience in back-office and payment processing
• Experience with customer retention strategies
• Strong technical skills with aptitude to troubleshoot technical issues, navigate and learn new systems
• Experience promoting and educating customers on self-service and online tools
• Resourceful, with strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities
• Strong understanding of Contact Center Key Performance Indicators and their role in customer experience success
• College Diploma or University Degree an asset
• Proficiently bilingual (verbal and written) in English and Spanish (is an asset) to effectively communicate with internal and external customers/partners and vendors as required
• Flexibility to work various shifts based on business needs, including occasional paid Overtime and Statutory Holidays as needed

Salary Range: $42,000.00 - $57,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email View email address on click.appcast.io in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.